Antonique Koning

Senior Financial Sector Specialist

Antonique Koning is CGAP’s Gender Lead and has more than 25 years of experience working on a range of topics related to financial inclusion. She has expertise in gender norms affecting women’s financial inclusion and empowerment, responsible finance, customer centricity and empowerment. Antonique is a co-author of Addressing Gender Norms to Increase Financial Inclusion: Designing for Impact and chairs the Technical Advisory Committee of FinEquity, the community of practice convened by CGAP on women’s economic empowerment through financial inclusion. Antonique also led CGAP’s work on customer outcomes based approaches to consumer protection, and is a contributor to CGAP’s Customer Centric Guide
 
Before joining CGAP in 2004, Antonique gained hands-on experience developing and implementing microcredit programs in El Salvador and working with savings banks globally. She has a Master’s degree in International Trade Management and Policy from the University of Birmingham, and a Master’s degree in Applied Economics from the Katholieke Universiteit Leuven. Antonique is based in Belgium, and speaks Spanish, French, and Dutch.

By Antonique Koning

Blog

Teller to Techie: Empowering All Employees to Act on Customer Insights

Sometimes the employees who don’t interact with customers have the greatest impact on the customer experience. Making it easier for all employees to act on customer insights can help companies grow while advancing financial inclusion.
Blog

Using a Gamified Solution to Incentivize Mobile Money Agents

Empowering mobile money agents to provide exceptional customer service can be challenging. In Indonesia, BTPN has an innovative solution that uses gamification.
Blog

Listening to the Voice of the Customer: Social Media and Beyond

Financial services providers can engage customers in new and exciting ways on social media, but call centers and other types of direct interaction still matter.
Blog

No Inclusion Without Customer Empowerment

Customer research and work with financial services providers across Africa and Asia show that customers are looking for four things when they engage with finance: choice, respect, voice and control.
Research

Customer Empowerment in Finance

Financial services providers for low-income customers typically believe that their business case is based on expanding the number of accounts or the number of transactions made by these customers. This is only part of the equation to business success.